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I submitted a withdrawal request for 90,000 yen at Queen Casino.

A day later, I received an email about the withdrawal failure. The contents were as follows:

Could you please check the following points:

- Is the recipient's account information entered correctly?

- Are the deposit and withdrawal applications made using the same payment company?

Thank you for confirming the above.

The 90,000 yen was returned to my account once,

but since I registered a different account than usual for the withdrawal, I thought the account information might have been incorrect. However, when I applied for withdrawal with the account I usually use, the withdrawal was immediately rejected and the balance was not returned to me.

I was told by support to wait for an email from the responsible department, but no email has arrived.

Why should I have to forfeit my winnings from playing live casino, slots, and Kuipachi (Japanese pachinko and slots) fairly?

クイーンカジノにて9万円の出金申請をしました

1日後に出金の失敗のメールが届きました内容は以下の通りです

お手数ではございますが、以下の点ご確認ください。

・出金先情報は正しくご入力されているか

・ご入金とご出金で、同じ決済会社で申請されているか

上記ご確認の程よろしくお願いいたします。

1度アカウントに9万円は戻ってきましたが

普段とは別の口座を登録し出金申請をしていたので口座情報が間違ってたのかと思い普段出金していた口座に申請をするとすぐに出金が拒否され残高も返却されていません

サポートから担当部署からメールを送るから待つように言われましたがメールも来ません

ライブカジノ・スロット・くいぱち（日本のパチンコ・スロット）を普通にプレイして得た勝利金をなぜ没収されないといけないのでしょうか？

Dear totokun,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly was your second withdrawal attempt rejected?

Have you contacted customer support to inquire about the status of your winnings? Will they be returned to your account, or were they confiscated?

Did you accumulate your winnings with or without a bonus?

Which payment methods do you see in your profile available for withdrawal? Is it possible for you to choose another withdrawal method?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

thank you for your reply

Can you tell me exactly when your second withdrawal attempt was rejected?

-2025.1.23 13:53JPT

Have you contacted customer support to inquire about the status of your winnings? Will they be refunded to your account or have they been confiscated?

-While I was inquiring, the first time I was rejected and 90,000 yen was refunded. The second time, I had 35 yen in my wallet so I applied for a withdrawal of 90,035 yen, but the 35 yen was refunded and only the 90,000 yen was confiscated.

Did you save your winnings with or without a bonus?

-Saved without bonus

What payment methods are shown in your profile as available for withdrawal? Is it possible to choose a different withdrawal method?

-Bank transfer, VegaWallet, PayZ, Sticpay, cryptocurrency, there are multiple options

Please help me thank you

返信ありがとうございます

2 回目の引き出しの試みが拒否されたのはいつだったかを正確に教えていただけますか?

-2025.1.23 13:53JPT

カスタマー サポートに連絡して、賞金の状況について問い合わせましたか? 賞金はアカウントに返金されますか、それとも没収されましたか?

-問い合わせてる最中に1回目の拒否があり90000円返金されました。2回目はウォレットに35円入ってたので90035円出金申請をしたところ35円は返金され90000円のみ没収されました。

ボーナスあり、またはボーナスなしで賞金を貯めましたか?

-ボーナスなしで貯めました

あなたのプロフィールには、引き出しに利用できる支払い方法がどれとして表示されていますか? 別の引き出し方法を選択することは可能ですか?

-銀行振込・VegaWallet・PayZ・Sticpay・仮想通貨　複数存在します

助けてくださいよろしくお願いします

Thank you for your reply.

Please send me a screenshot of the transaction history in your casino profile.

Also, kindly forward me the communication between you and the casino customer support regarding the problem with your withdrawals. My email address is veronika.f@casino.guru.

Thank you for your patience and cooperation.

thank you for your reply

The document has been sent

If there's anything else you need please tell me

thank you

返信ありがとうございます

資料の送信が完了しました

その他に必要なものがあれば仰ってください

よろしくお願いします

Hello

I also consulted about a similar issue where the confiscation of my balance was determined to be a misunderstanding, and the matter was resolved by having my money refunded. I asked if Queen Casino would investigate this, but they refused, saying they had no intention of investigating. I have sent you the additional documents of the correspondence by email, so please check them.

こんにちは

同じく相談していた同様の事象での残高の没収が誤解であると判断されて返金してもらい解決されたのでクイーンカジノでも調査してくれないか？と尋ねたところ調査をする気がないと拒否されたので追加のやり取りの資料をメールに送付しましたのでご確認お願いします

Thank you very much, totokun, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Totokun,

I hope this message finds you well. I’ve reviewed your case and I’m sorry to hear about the difficulties you’ve been experiencing with your withdrawal. I’m here to help and will reach out to the casino on your behalf to see what can be done.

In the meantime, could you please forward the email you received from casino support regarding your situation? The chat transcript you provided indicates that they sent you some details via email, which will be helpful.

Dear Queen Casino,

I would like to invite you to participate in resolving this player's complaint. Could you please provide more information about the case? Specifically, I would appreciate an update on the current status of the player's withdrawal request and an estimated timeline for when they can expect it to be processed.

Thank you for your attention to this matter. If you have any supporting evidence or additional information, please feel free to send it to my email at natalia.b@casino.guru.

I look forward to your prompt response.

Kind regards,

Natalia

Email forwarded

メールを転送しました

Thank you for the emails, Totokun. As I can see the casino accused you of minimal risk bets and abuse of bonus policy.

Dear Queen Casino, please explain in detail how the player breached the rules. Any evidence to support your claims can be sent to natalia.b@casino.guru, thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Is it possible to file a complaint with the licensor to have the license revoked due to malicious management?

ライセンス元に悪質な運営としてライセンスの剝奪等の申し立ては可能ですか？

Dear Totokun,

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Tobique Gaming Commission and submit a complaint to them via the license validator form that you can find on the casino's website in the footer. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia